Next Generation Patient Experience 2018

November 27 - 29, 2018

Rancho Bernardo Inn, San Diego, CA


Day Three: November 29 | The Future Of Healthcare And Your Patient Experience Journey

8:15 am - 8:50 am Registration And Networking Breakfast

8:50 am - 9:00 am Welcome Remarks

9:00 am - 9:15 am Chairperson’s Opening Remarks

To learn how you can chair Day 3, contact Marc Ruppenstein at or (646) 200-7542

9:15 am - 9:35 am Partnering With Lyft To Provide Patient Transportation

Every year nearly 4 million Americans don’t receive needed healthcare because of their inability to get transportation to their doctor’s appointments.   If you are challenged with patients needing rides home from the hospital or have patients that don’t show up for their appointments because they can’t find a ride, learn about how Denver Health took on this transportation challenge by forming the first Lyft/Hospital partnership in the Rocky Mountain region.   

In this presentation, you will also find out about how to create an internal system to provide Lyft rides including how to obtain funding for Lyft rides through grants as well as through state Medicaid programs.  In addition, you will learn about the wins and challenges of utilizing a ridesharing program for patients.

9:35 am - 9:55 am The Patient And Family Experience - A Father's Perspective

In this honest and raw  talk, Jeff Hendrix candidly shares his experience as a father and patient advocate who’s made it his mission to not only make the healthcare experience better for patients, but for their families. He’ll touch on:

  • Outcomes don’t equal experience
  • Clinical care vs. emotional care
  • What makes a good experience

9:55 am - 10:15 am Becoming A Patient At My Own Hospital

In the span of a four-day vacation, Nicole Rakowski went from working at a hospital, to being a patient at one. As a then-staff member in the Hamilton Health Sciences (HHS) communications department, she was used to hearing and helping tell the stories of people who had leaned on HHS’ clinical teams in the midst of life-changing illness and injury. She never thought she’d be one of them. Now, tasked with leading the implementation of a community-based health program on behalf of HHS, Nicole draws from her experience on the other side of the healthcare equation to help build a healthcare system that’s patient-centered.

10:15 am - 11:00 am Panel: Highering Outside Of Healthcare

Healthcare is 30 years behind every other vertical, how do we look at other industries, learn from their mistakes, pull their best practices and leverage everything is going on: 

  • How do we leverage existing technologies to leap frog all of these other industries dealing with legacy systems 
  • Overcoming regulation and compliance barriers 
  • Leveraging chat bots and SMS 
  • Using self-serving technologies and consumers are happier 
  • Applying other industries in healthcare

11:00 am - 11:30 am Morning Buzz Networking Break

11:30 am - 11:50 am Using Social Media To Understand Physician Engagement Strategies

Want to know how to better engage physicians in your patient experience initiatives? Using social media crowd sourcing, the presenter asked thousands of physicians what it would take to get them more involved in patient experience efforts.  After this presentation you will have a better understanding of the physician mindset and leave with clear strategies that you can implement immediately.

  • Come to an understanding of physician mindset
  • Understand what patient experience professionals are doing right now that inadvertently hinders their efforts to engage physicians
  • Leave presentation with 3 clear strategies patient experience professionals can implement immediately

11:50 am - 12:10 pm The Planned Parenthood Experience: An Innovative Approach To Improving The Experience Of Care

Planned Parenthood is a national healthcare provider that has seized the opportunity to launch an innovative approach to experience improvement. The Planned Parenthood Experience strategy leverages design thinking and virtual reality technology alongside best practices cultivated from consumer experience leaders across a variety of industries. This unique approach includes a focus on integrating diversity, equity and inclusion that overlays the experience improvement strategy.  Presenters will share their journey of evolving a mission-centered organizational culture to improve the delivery of patient-centered care. 
At the end of the breakout session, participants will be able to:

  • Understand how a national healthcare organization has leveraged the learnings of experience pioneers to craft an evolved experience improvement strategy
  • Recognize the value of integrating a focus on diversity, equity and inclusion in your organization’s strategy for improvement
  • Learn how emerging technologies and innovative methodologies can be leveraged to create a patient-centered experience of care

12:10 pm - 12:30 pm Keynote: “Where Do You Live?”

A reliable patient-experience adheres to the old adage: where you end up often depends on where you begin. Reliability and excellence can only happen when your daily world is sure-footed, agile, and focused on what is truly important in your universe. When individuals or organizations allow their environment to become unstable or misdirected, risk and uncertainty become the norm and everyone suffers, most especially the patient.

James will challenge the audience to examine where they “live” on a daily basis, both personally and organizationally. Layering critical high-reliability components with Stephen Covey’s time-honored quadrants, the time spent together will drive each audience member to reflect on their own realities and then develop tangible steps they can take to ensure that where they live on a daily basis is consistent with delivering excellence in patient experience. Using compelling examples from his own experience, audience members will also learn what is needed to recover from non-ideal situations and how they can become a role model, both professionally and personally, for those around them in the pursuit of reliability.  

12:30 pm - 1:20 pm Vision Board Roundtables – Lessons Learned & Takeaways

Saying goodbye is hard, especially after an inspirational three days at NGPX with old and new friends and colleagues alike. We’re hoping this wrap-up will give you the closure needed to package all of your takeaways with a neat little bow to take back to work on Monday morning.

These free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss and what the future of patient experience looks like to you. We’ll use markers and poster to create a collaborative vision board.

  • Share your one “A-ha!” moment from the conference 
  • What are two things you heard this week that scare you?
  • I wish…

1:20 pm - 1:20 pm Grab & Go Lunch For All Attendees / NGPX 2018 Concludes, See You Next Year!